Complaints

This profile includes complaints for AMP Security, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AMP Security, LLC

  1261 S 820 E Ste 300 American Fork, UT 84003

• 

  AMP Security, LLC

  1261 S 820 E Ste 300 American Fork, UT 84003-3875

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First my equipment stopped working . Then I found out that Titanium was being bought by Amp. I called to find out that my equipment was not compatible . I called and got an appt to get a new panel and other equipment. It took a month to get someone out!! After the technician said everything was fixed ,the next day the CO detector malfunctioned!!! For 2 months I have payed the bill while getting no service from my alarm. So I thought it would be a no brainer for AMP to credit my account but no they will only give me a 30 dollar gift card!!!! I paid a 100 dollars for no service !!!! I was trying to be nice and signed a contract hoping this company would see my loyalty!!! But now I am furious because they are not crediting my account!!!! Now I am waiting another month to get another tech to fix the CO detector!!! It seems like this company does not care about my families safety or my hard earned money!!!!

  Business Response

  Date: 08/11/2023

  AMP has been in communication with the customer regarding this matter. 

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent the following email to Amp Smart Customer Service:On October 3, 2022, I called Amp Smart customer service and requested that my service be cancelled. We had sold our home and no longer needed the service. I was informed that there was still 9 months left on my contract and I would be required to pay the remaining balance. So each month, $70.99 continued to be automatically withdrawn from my bank account. During this conversation I was not made aware that I would need to send a written request to cancel at the end of my contract.Today, July 27, 2023, approximately 9 months later, I called again to cancel the contract since it had been paid in full. I was informed by the manager of the ******************* ****, that in order to cancel, I would need to submit in writing a cancellation request. He also confirmed that he had a record of the request I made last year. He proceeded to tell me that at the beginning of July, 2023, the contract automatically renewed for the next 5 years.So, even though I fulfilled my obligation of paying out the original contract, and there is a record of my request to cancel 9 months ago, I am now obligated to pay an additional 5 year contract all because I didnt send an email? It should also be noted that at one point during our conversation, I asked **** if this is how he wanted the conversation to go and if he was happy with the treatment he had given me. He hesitated and then said he was going to try to work something out with me but had changed his mind. I can only assume that even though he had the power to change the situation he chose not to due to my negative reaction and he made sure I knew it. Is this how a customer should be treated by the manager of the LOYALTY department?Its not a stretch to understand how upsetting this was to me and I made it very clear that I would not let this drop until this contract is cancelled.I now ask for the second time that my contract be cancelled as of July 2023.

  Business Response

  Date: 08/10/2023

  It is important for AMP to ensure that customers understand the terms and length of their contracts. To achieve this, customers are required to initial section D, which clearly outlines the term length and autorenewal terms. It clearly states in bold lettering that customers must send in a written notice of cancellation at least 30 days prior to the contract end. Additionally, AMP provides customers with a 3-day right of recission, during which they can raise any questions or complaints.

  Since AMP did not receive written notice of the cancellation within the designated time frame the customer remains responsible for their contract

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20403381
  
  I am rejecting this response because:
  I requested in writing to cancel my contract but because I sent it too late, the contract automatically renewed.  Now I will owe this company $70.99/month for the next 5 years for a service I can no longer use!  Thats more than $4300! 

  If this company refuses to release me from this contract, I will seek legal advise and pursue a lawsuit against Amp Smart.

  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Horrible firm, bait and switch do not do any business with this company they breeches contracts, unless it befits them, they remote in and change recording and notification rules saying you have exceeded your size in order to make you buy more cloud storage even when you delete every morning so you may go for half a month with no surveillance notifications or protection, also if you look at the saved images they are the same twice double video date and time stamp exactly the same, we told them we will cancel and are done with this company and that is it no more time, resources or anything else DO NOT DO ANY BUSINESS WITH THIS COMPANY.

  Business Response

  Date: 08/09/2023

  AMP will reach out to the customer. 

  Customer Answer

  Date: 08/09/2023

   
  Complaint: 20399728
  
  I am rejecting this response because:
  Its not a response. 
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ******** *****, I am filing this complaint on behalf of my husband ****** ******.
  
  We purchased a home security system from AMP Security around 05/17/2018 for a term of 5 years. I attempted to cancel the subscription in May of 2023 since my 5 year agreement had finished. I was unhappy with the service. Also, I already had a home security system when they approached my husband, so I ended up paying for 2 home security systems the first year we had AMP since I had a previous agreement with ***. With that being said, the system is inadequate, the doorbell camera stopped operating the first month, and customer service is next to impossible to get a hold of. Also, you are unable to arm the system at all due to any movement in the home at night would trigger the alarm.
  
  Now to attempting to cancel the subscription, myself, my husband and my adult son all tried in vain to get this subscription cancelled. I sent an email requesting that the service be cancelled and was sent a confirmation email stating that customer service would get in contact with me. They never got in contact with me, I always had to initiate the phone call, requesting to speak to a manager, and being told that the manager would not be able to assist me and that they would tell me the same thing that the customer service representative was telling me.
  
  I want the subscription ended and I would like them to stop deducting money from my account. I believe that I have been more than cooperative and they are just being difficult. I hope that you can assist me in getting this solved. If you are unable to help me or they are being difficult with you as well, I will attain legal representation.
  
  Thank you in advance for your attention to this matter.
  
  Sincerely, ******** ***** on behalf of ****** ******

  Business Response

  Date: 08/08/2023

  It is important for AMP
  to ensure that customers understand the terms and length of their contracts. To
  achieve this, customers are required to enter their initials in section D,
  which clearly outlines the term length and the contract autorenewal terms and
  states clearly in bold that the customer must send in a written request no
  later than 30 days before the contract end date. In addition, AMP conducts a
  phone survey after installation to confirm the customer's understanding of these
  terms and provides the customer with a 3-day right of recission. Since the
  customer did not contact AMP within the allocated time window, they remain
  responsible for their contract.
  

  It is unusual for AMP
  to install in homes with existing alarm systems, and if we do, we offer to buy
  out the customer's old system. To ensure the customer's
  system is functioning properly, AMP would like to send a technician to the customer's
  home to assess their system to ensure it is functioning properly. AMP will reach out to the customer. 

  Customer Answer

  Date: 08/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Like I have stated before, I gave AMP ample notice, it may not have been in writing, but it was in email form.  I do have the emails that I have sent to AMP and their corresponding responses that someone from customer service would get in contact with me, but they never did.  I informed the salespeople that came to my house that we already had a security system with ***, and they never offered to pay out our contract.  Also, like I have stated, it is almost impossible to contact AMP by phone and speak to a customer service representative.  When I finally do get a customer service representative, and I request to speak to a manager, I am told that the manager will tell me the same thing that the representative has already told me.  I do not want a technician to come to my house and "repair" a service that I do not want.  Again, like I have stated, I have kept up my end of the 5 year bargain, and I expect them to be a good company and let me out of the contract that I clearly did not want to automatically renew.  I feel they are trying their best to keep customers, even if they are unhappy ones.  And also, like I have stated before, if they want to be persistent about keeping me as a customer, I will hire counsel.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 08/14/2023

  The customer's end of term was on May 21, 2023 AMP received
  the customer's notice of cancelation on May 4, 2023. AMP understands the customer's
  frustrations, although we only have a record of one attempt to cancel. Since
  the customer was in the 30-day window, their account was set to auto-renew.

  
  AMP has attempted to reach out to the customer, although
  their voicemail is full. 

  Customer Answer

  Date: 08/15/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I don't believe AMP understands mine and my wife's frustrations.  I will say that it was not this difficult to cancel my account with ***.  I am going to attempt to contact AMP by phone but my work schedule is very busy.  Thank you for your attention to this matter.  I do not want this complaint closed until I am able to speak to AMP customer service so please keep this complaint open and I will update what myself and AMP have discussed.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 08/15/2023

  AMP's response remains the same.

  Customer Answer

  Date: 08/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I am trying to get in contact with them.  With the work that I do, I am unable to be on my phone, whether it be that I am at a commercial job or a customer's residence.  I attempted to contact AMP the morning of August 16th, 2023 at 8 am EST  not remembering that AMP is located in Utah which is CST or MST.  I was told that a representative would be calling me back around noon, not sure if that would be my time or Utah time. I am still waiting for the return phone call.  I hope myself and a customer service representative can connect some time today.  I have also filed a complaint with my state's Attorney General's office and awaiting a return call from them if myself and AMP are unable to come to a satisfactory agreement.  Please continue to keep this complaint open.  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 08/18/2023

  AMP's response remains the same.

• Initial Complaint

  Date:07/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for their security monitoring system. Their door to door sales person was indicated to me that I was only signing up for the best equipment and best service available. Since then I pay almost $80 per month for a system that constantly looses connections. The wifi won't connect. The doorbell doesn't ring half the time. Their BBB ratings are poor and it has been noted that they sign you up longer than you were told. I called and talked with them but they said I was stuck with a 60 month contract and that I knew what I was getting. I could pay over $1000 dollars to get out of the contract. I told them I would appreciate them letting me find a service that work but they just kept being rude and telling me I owed them money and I was the one that signed it. That's not good service and their products are not very good. Please help.

  Business Response

  Date: 07/28/2023

  It is important for AMP to ensure that customers understand the terms and length of their contracts. To achieve this, customers are required to initial section D, which clearly outlines the term length, and AMP conducts a phone survey after installation to confirm the customer's understanding of the terms. It should be noted that section 11 also specifies the early termination fee in the event of cancellation. Additionally, AMP provides customers with a 3-day right of recession,during which they can raise any questions or complaints.

  AMP would like to send a tech to the customer's residents to assess the claims and make any necessary repairs. 

• Initial Complaint

  Date:07/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  9 months ago Amp Smart installed a security system in my rental home for a one year contract. The install was free if they could advertise in my yard. The original install left damage to the house and it took 4 months or better for them to come fix it. I have two cameras installed, and neither of them work (stopped after a month). The company continues to claim they are sending a tech out to fix them, but every date they set comes and goes with no tech arriving. I tried to get them to at least credit two months on the bill as a result of the cameras not working. They declined, only claiming another tech would come fix it. now, when I tried to cancel service due to system not working, they are claiming a 60 month contract and a $1250 cancellation fee.

  Business Response

  Date: 07/25/2023

  It is important for AMP to ensure that customers understand the terms and length of their contract. To achieve this, customers are required to initial section D, which clearly outlines the term length, and AMP conducts a phone survey after installation to confirm the customer's understanding of the terms. It should be noted that section 11 also specifies the early termination fee in the event of cancellation. Additionally, AMP provides customers with a 3-day right of recession, during which they can raise any questions or complaints.
  
  On March 7, 2023, AMP was made aware of damage to the customer's home, which was promptly fixed along with the installation of an additional camera at the customer's request on March 25, 2023. The customer later reported issues with their cameras on June 15, 2023. Unfortunately, the originally scheduled appointment had to be rescheduled due to unforeseen circumstances. AMP attempted to reschedule the appointment three times but was unable to get through as the customer's voicemail was full.

  AMP would like to send a tech to the customer's residents to assess the claims and make any necessary complaints. 

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been in a 3 yr contract with this company. Made multiple calls for faulty equipment to only have tech tell us when need to upgrade at an additional cost. We notified via customer support on the portal to cancel this contract before our renewal date. Did not hear anything back from Amp Smart & called 3 days before contract expired only to learn they had automatically auto renewed this contract for 3 more years. Attempted to cancel with reps in India and Costa Rica as multiple calls have been made to cancel this new contract even before the old one expired. Was told we could not and were obligated for 3 more years of poor service and even poorer customer service and the only way to cancel was to pay $1800 cancellation fee. This company is dishonest and a scam. We sent in several cancellations notices through the portal and they would not acknowledge them. We do not have copies of these requests as once you hit the send button, it goes away.
  
  We even spoke with Boyd??? last week before the contract expired and he stated he would have his manager contact us. No one has called us or attempted to make contact with us. He also stated he would adjust our monthly billing down by -$10 per month. When we spoke with someone in Costa Rica today, they had no record of that conversation where a manager would call us or he offered a -$10 monthly discount.
  
  This company has been very difficult to work with & even more difficult to speak with over the phone due to the language barrier & outsourcing their employee's. We need out of this contract as the equipment is faulty & we are no longer financially solvent to be able to afford this fee each month. They threatened to turn us over to collections if we do not pay.
  
  We have had issues with the alarm not working on a weekend/holiday & they are closed & you are not able to get any customer support. The service that we are paying for is not what we get. We need to cancel this contract with no fee to us.

  Business Response

  Date: 07/25/2023

  According to our
  records, the customer attempted to cancel their contract on September 12, 2022,
  and again on July 13, 2023. As per Section D of their contract, the customer
  must send a notice of cancellation via written communication at least 60 days
  prior to the end of the term. To ensure that the customer is aware of their
  contractual obligations, we require them to initial this section. In addition, AMP
  provides its customers with a three-day right of recession to review and
  understand the contract. It is important to note that we do not have any
  employees in India or Costa Rica. AMP takes pride in delivering world-class
  customer service and has been successfully serving thousands of customers for
  nearly 20 years as a well-established business.

• Initial Complaint

  Date:07/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/20/2020
  We were sold an amp smart security system. Sales representative promised a reliable product, quality support, and easy/inexpensive cancellation. Within the first year several sensors failed. When we reached out, replacement sensors were sent out with no instructions and no technician. After several years of frustration, we decide to cancel. The promised easy cancellation was a lie. We are being strong armed to pay absurd cancellation fees for service that didn’t work.
  
  We are looking to part ways for a reasonable charge. And to have their sales representatives held accountable to what they say and promise.

  Business Response

  Date: 07/17/2023

  The terms for cancellation can be found in section 11 of the Monitoring Agreement. According to the agreement, the customer was granted a 3-day right of rescission starting from the date of the sale. This timeframe was intended to give the customer sufficient opportunity and time to review the document before signing. However, it appears that the customer did not take advantage of this opportunity.
  
  AMP would like to arrange for a technician to visit and assess your system, ensuring that it is functioning properly.

  Customer Answer

  Date: 07/19/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  No action is being taken regarding the salesman and his verbal commitment regarding cancellation.  I recognize the 3 day period given to cancel, however, from the promises made by the salesman we were satisfied with the service.  The promises and statements made by the salesman were ludicrous.  We will gladly move past this if disciplinary action is taken regarding the salesman or if a middle ground can be met regarding the cancellation fees. 
  
  
  
  Sincerely,
  
  ****** ******
  
  

  Business Response

  Date: 07/25/2023

  At AMP, we are a document-based business, which means that our operations rely heavily on written contractual agreements.

  Customer Answer

  Date: 07/26/2023

  
  
  Complaint: ********
  
  
  Can anything be done about the sales rep that is lying to get people to sign the documents?  I would think you are a customer service based company, but I found that not to be the case early on.  If nothing can be done we will pay you your 30 pieces of silver and move on.   We will make sure everyone in our sphere of influence knows how you treat customers long term. 
  
  
  
  Sincerely,
  
  ****** ******
  

  Business Response

  Date: 07/28/2023

  AMP's answer remains the same. 

• Initial Complaint

  Date:06/30/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed a contract with AMP Smart in June of 2018. *** has pointed out to us as of today that we needed to advise them of our desire to cancel at least 30 days prior to the June renewal, and now that that day has past they have renewed us (for a FULL 12 MONTHS).My wife called them in February, which the *** representative acknowledged and also acknowledges she told them of our desire to cancel the service. No representative we talked to in February advised us of any requirement to send an e-mail, or letter or otherwise cancel 30 days prior to June. In fact, my wife was explicitly told she needed to call back in June, as the contract could not be cancelled until then.***'s position is that regardless that they gave us inaccurate instructions verbally, because the contract says renewal is for one year they will not honor any cancellation. They knocked $5 off the monthly fee ($65 down to $60, so we still have $720 over the next 12 months). This company transfers with hold times multiple times any time you call and makes sure there is plenty of documents to gloss over things like this and then tells you whatever they want verbally. Apparently their belief is that anything stated verbally is non-binding even if it contradicts a document they had you sign 5 years prior.

  Business Response

  Date: 07/10/2023

  The autorenewal clause is stipulated on the Monitoring Agreement in section D. It states that the customer is required to notify AMP, by postal mail, of their desire to cancel 30 days prior to the end of term. We also accept email as a valid notice of cancellation. The customer initialed section D, indicating that they had fully read, understood, and agreed to the terms listed therein. The customer failed to notify AMP via the correct procedure or within the timeframe allocated.
  
  The cancellation terms were notated in section 11 of the Monitoring Agreement. The customer was allocated a 3 day right of rescission from the date of the sale. This timeframe provided the customer ample opportunity and time to review the document which was signed. It is clear she failed to do so.

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20260345
  
  I am rejecting this response because:
  I called AMP in February and they told me to call back in June to cancel our contract with them because that was the last month.  They purposely did not inform me of the requirement to send an email a month prior to June so that they then could say sorry you are now auto renewed when I called back in June.  In February I asked for a call back and never received one.  Which happened EVERY time I called them.  They say they have record of them calling me but I pulled my cell records and can prove they did not. They asked me if I would recommend them - and I said I wouldnt let anyone I know sign up with them and they should be ashamed of themselves. Any good and respectful company would have informed us when I called in February that an email needed to be sent 30 days  BEFORE the end of the contract and they did not, they just told us to call in June knowing that would be too late. 
  Sincerely,
  
  *************************

  Business Response

  Date: 07/17/2023

  AMP's response remains the same. 

• Initial Complaint

  Date:06/30/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed at 5 year contract back in 2018 and was unaware of the auto renewal policy. I was contacted by a Amp rep in August of 2022 about upgrading and renewing my contract. I told them I did not want to do anything at that time because I was think about moving. That would have been the perfect time to "remind" me/tell me about the cancellation policy. However no one said anything to me. When I called to cancel my service because we sold the home I was told about the contract renewal. I was shocked that ***** said anything. The representative in the "loyalty" department names ***** advised that because when I spoke to someone in August I did not use the word Cancel they would never say anything to me and that they do not send out reminders about contract ending/renewing. she basically said I was out of luck and that I signed a t contract. I have been told multiple time that a manager would call me only to be told today that a manager would not be calling me. This is such a shady business practice and I would never do business with them again. Every complaint I read is the same thing which is sad and they company should do better about informing their customers. These contracts are long - people forget all the fine print from years ago. They are purposely not reminding customers so they can collect cancellation fees for services not provided. I was told today that I had to option to move my service to my new home to avoid the fee - why would I want to continue to work with a company that clearly has no regard for their customers and no thoughts to do the right thing.

  Business Response

  Date: 07/10/2023

  The autorenewal clause is stipulated on the Monitoring Agreement in section D. It states that the customer is required to notify AMP, by postal mail, of their desire to cancel 30 days prior to the end of term. We also accept email as a valid notice of cancellation. The customer initialed section D, indicating that they had fully read, understood, and agreed to the terms listed therein. The customer failed to notify AMP via the correct procedure or within the timeframe allocated.
  
  The cancellation terms were notated in section 11 of the Monitoring Agreement. The customer was allocated a 3 day right of rescission from the date of the sale. This timeframe provided the customer ample opportunity and time to review the document which was signed. It is clear she failed to do so.

  The customer was cancelled on 7/6/2023 due to the cancellation fee being paid. 

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20260321
  
  I am rejecting this response because: I am not arguing that the clause is in the contract. My problem comes with the fact that these contracts are long and a reminder as your 5 year term approaches is just the right thing to do. I spoke with a representative at your company in August about a renewal and advised that I did not want to do anything at that time because we were thinking about moving. That would have been a good time for you company to speak to me about the process of moving/ ending service. Yet I was told that because I did not use the word cancellation no one would talk to me about anything.

  I had to cancel and pay the fee because the new owners of the home would not refund me my leaseback deposit until we did so as they could not set up their own service. I would like a refund on the cancellation fee as I do not feel this was handled properly by your company. They should have told me in August about the process. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/17/2023

  AMP's response remains the same.